UNESAUNESA

Journal of Digital Business and Innovation ManagementJournal of Digital Business and Innovation Management

The implementation of the helpdesk information system at University XZY in Surabaya plays a crucial role in supporting the management of complaints from students and academic staff. However, several issues have been identified, including inadequate user data verification mechanisms, potential privacy violations due to open access to complaint reports by other users, and the absence of a structured incident resolution report. These challenges impact the performance and integrity of the information system. To address these problems, this study aims to design an audit working paper using the COBIT 2019 framework, specifically focusing on DSS02 (Managed Service Requests and Incidents), DSS03 (Managed Problems), and DSS04 (Managed Continuity) to evaluate and improve the system. The findings indicate that all three domains are at capability level 3 (Defined), which implies that processes are documented but not yet measured consistently. This study produces an audit working paper, improvement recommendations, and an implementation cost estimation, which can serve as a strategic reference for university XYZ in enhancing the quality, security, and sustainability of its helpdesk system.

The evaluation of the helpdesk information system at XYZ University using the COBIT 2019 framework identifies weaknesses that could affect service quality and user satisfaction.The study highlights the need for improved documentation, automation, and internal training to strengthen the system.Strengthening the helpdesk system requires the development of formal procedures, improved automation systems, and ongoing internal training to build a strong foundation for an adaptive, secure, and sustainable digital service system.

Further research should investigate the integration of Artificial Intelligence (AI) chatbots into the helpdesk system to provide instant support and automate responses to frequently asked questions, potentially reducing response times and improving user satisfaction. Additionally, a comparative study could be conducted to assess the effectiveness of different incident management tools and their compatibility with the COBIT 2019 framework, aiming to identify the most suitable solutions for universities with varying resource constraints. Finally, future studies should explore the development of a comprehensive training program for helpdesk staff, focusing on data privacy regulations, security protocols, and effective communication techniques, to enhance their skills and ensure the delivery of high-quality support services. These research directions will contribute to a more robust and user-centric helpdesk system, ultimately improving the overall quality of IT services within higher education institutions.

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